{ "ucid": "21112178919387982", "call_date": "2026-09-12", "start_time": "2026-09-12 11:47:59", "end_time": "2026-09-12 11:48:59", "duration_sec": 60, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA91c9e5e3309233f043c62004ce5b8135.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 144, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178919387982__DIA91c9e5e3309233f043c62004ce5b8135.mp3", "audio_bytes": 125712, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 41.904, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] CUSTOMER: Hello (हॅलो)\n[6s] AGENT: Hello (हॅलो)\n[7s] CUSTOMER: Yes (हां)\n[7s] AGENT: Yes, am I speaking to Baba Taj Hardware? (हां बाबा ताज हार्डवेअर से बात कर रहे है?)\n[9s] CUSTOMER: Speak (बोलिए)\n[10s] AGENT: Greetings, this is Rohit Mishra speaking from JSW One. (नमस्ते, रोहित मिश्रा बात कर रहा हूं JSW One से)\n[12s] CUSTOMER: From where? (कहां से?)\n[13s] AGENT: From JSW One. (JSW One से)\n[16s] CUSTOMER: What, tell me what is the work? (क्या बोलो क्या काम है?)\n[18s] AGENT: Did you need any material? (कुछ मटेरियल चाहिए था क्या आपको?)\n[20s] CUSTOMER: What do you have, what all do you have? (क्या रहता है क्या क्या रहता है आपके पास?)\n[22s] AGENT: HR, CR, GI, GP, GI, TMT, wire rod.\n[24s] CUSTOMER: One minute, you WhatsApp me your catalogue, I will see what is of use to me. (एक मिनट आप अपना कैटलॉग मुझे WhatsApp कर दीजिए मैं देख लेता हूं मेरे काम का क्या है)\n[28s] AGENT: Okay. (ठीक है)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 14, "connected": 1, "audio_notes": "clear: The agent speaks very quickly when listing the products, but the words are discernible.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "14 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "new_registration", "pitch_type_source": "campaign_name:high", "pitch_type_conflict": 0, "pitch_adherence_score": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer asks 'what do you have?', use it as a chance to start discovery. Instead of just listing products, ask 'To know what's relevant for you, could you tell me about your business?' to regain control and follow the script.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called a new registration, 'Baba Taj Hardware', likely a trader. The agent skipped all discovery and immediately asked if they needed material. The customer took control, asked for a product list, and then ended the call by requesting a catalogue via WhatsApp, to which the agent agreed without securing a proper next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Greetings, this is Rohit Mishra speaking from JSW One.\", \"comment\": \"The agent provided a standard, non-pushy opening.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only confirmed the company name and did not ask about procurement city, role, or contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked; the agent immediately asked if material was needed, skipping the entire discovery process.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the platform or its benefits, only listing product categories when asked.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Although the agent asked if material was needed, he did not capture any specs or schedule a specific callback when the customer deflected.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with the agent agreeing to send a catalogue, which is not one of the three required closure outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer asks 'what do you have?', use it as a chance to start discovery. Instead of just listing products, ask 'To know what's relevant for you, could you tell me about your business?' to regain control and follow the script.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"just_registered_to_check\", \"state\": \"mishandled\", \"evidence\": \"you WhatsApp me your catalogue, I will see what is of use to me.\", \"response\": \"Okay.\"}], \"call_summary\": \"The agent called a new registration, 'Baba Taj Hardware', likely a trader. The agent skipped all discovery and immediately asked if they needed material. The customer took control, asked for a product list, and then ended the call by requesting a catalogue via WhatsApp, to which the agent agreed without securing a proper next step.\"}", "error": null, "latency_ms": 30810, "input_tokens": 2934, "output_tokens": 787, "created_at": "2026-09-25 10:53:31", "sentiment": "positive", "sentiment_score": 0.4, "sentiment_confidence": "high", "pos": 4, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.497, "agent_talk_sec": 7.9, "customer_talk_sec": 8.0, "dead_air_sec": 44.1, "longest_monologue_sec": 2.0, "agent_wpm": 265.8, "interruptions": 0, "agent_turns": 7, "customer_turns": 7, "discovery_qs": 2, "words_agent": 35, "words_customer": 37, "monologue_heavy": 0, "turns": [ { "ucid": "21112178919387982", "idx": 0, "speaker": "customer", "start_s": 5.18, "end_s": 5.6, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178919387982", "idx": 1, "speaker": "agent", "start_s": 6.0, "end_s": 6.39, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178919387982", "idx": 2, "speaker": "customer", "start_s": 6.9, "end_s": 7.12, "text_en": "Yes", "text_native": "हां" }, { "ucid": "21112178919387982", "idx": 3, "speaker": "agent", "start_s": 7.28, "end_s": 8.6, "text_en": "Yes, am I speaking to Baba Taj Hardware?", "text_native": "हां बाबा ताज हार्डवेअर से बात कर रहे है?" }, { "ucid": "21112178919387982", "idx": 4, "speaker": "customer", "start_s": 9.0, "end_s": 9.4, "text_en": "Speak", "text_native": "बोलिए" }, { "ucid": "21112178919387982", "idx": 5, "speaker": "agent", "start_s": 9.8, "end_s": 11.8, "text_en": "Greetings, this is Rohit Mishra speaking from JSW One.", "text_native": "नमस्ते, रोहित मिश्रा बात कर रहा हूं JSW One से" }, { "ucid": "21112178919387982", "idx": 6, "speaker": "customer", "start_s": 12.1, "end_s": 12.6, "text_en": "From where?", "text_native": "कहां से?" }, { "ucid": "21112178919387982", "idx": 7, "speaker": "agent", "start_s": 12.9, "end_s": 13.8, "text_en": "From JSW One.", "text_native": "JSW One से" }, { "ucid": "21112178919387982", "idx": 8, "speaker": "customer", "start_s": 15.5, "end_s": 17.0, "text_en": "What, tell me what is the work?", "text_native": "क्या बोलो क्या काम है?" }, { "ucid": "21112178919387982", "idx": 9, "speaker": "agent", "start_s": 18.0, "end_s": 19.2, "text_en": "Did you need any material?", "text_native": "कुछ मटेरियल चाहिए था क्या आपको?" }, { "ucid": "21112178919387982", "idx": 10, "speaker": "customer", "start_s": 20.0, "end_s": 21.5, "text_en": "What do you have, what all do you have?", "text_native": "क्या रहता है क्या क्या रहता है आपके पास?" }, { "ucid": "21112178919387982", "idx": 11, "speaker": "agent", "start_s": 21.8, "end_s": 23.5, "text_en": "HR, CR, GI, GP, GI, TMT, wire rod.", "text_native": "HR, CR, GI, GP, GI, TMT, wire rod." }, { "ucid": "21112178919387982", "idx": 12, "speaker": "customer", "start_s": 24.0, "end_s": 27.5, "text_en": "One minute, you WhatsApp me your catalogue, I will see what is of use to me.", "text_native": "एक मिनट आप अपना कैटलॉग मुझे WhatsApp कर दीजिए मैं देख लेता हूं मेरे काम का क्या है" }, { "ucid": "21112178919387982", "idx": 13, "speaker": "agent", "start_s": 27.8, "end_s": 28.2, "text_en": "Okay.", "text_native": "ठीक है" } ], "steps": [ { "ucid": "21112178919387982", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Greetings, this is Rohit Mishra speaking from JSW One.", "comment": "The agent provided a standard, non-pushy opening." }, { "ucid": "21112178919387982", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only confirmed the company name and did not ask about procurement city, role, or contact details." }, { "ucid": "21112178919387982", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked; the agent immediately asked if material was needed, skipping the entire discovery process." }, { "ucid": "21112178919387982", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not explain the platform or its benefits, only listing product categories when asked." }, { "ucid": "21112178919387982", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Although the agent asked if material was needed, he did not capture any specs or schedule a specific callback when the customer deflected." }, { "ucid": "21112178919387982", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended with the agent agreeing to send a catalogue, which is not one of the three required closure outcomes." } ], "objections": [ { "ucid": "21112178919387982", "obj_type": "just_registered_to_check", "state": "mishandled", "evidence": "you WhatsApp me your catalogue, I will see what is of use to me.", "response": "Okay." } ], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }